Assist in managing all aspects of the front office areas which may include but is not limited to guest registration, bell services, concierge services, business center, telephone services, and guest reservations to ensure guest satisfaction and maximize hotel profitability. Adhere to all brand standards and desk merchandising. Serve as Front Office Manager in his/her absenceSpa Operations Management:
Assists the Front Office Manager in all aspects of their duties
Assist Front Office Manager in execution of the management of staff
Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognitionMonitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognitionGuest Relations:
Liaise closely with Executive Housekeeper to ensure special guest needs, amenities and other room related requests are met
Maintain inter- departmental relationships to ensure seamless customer service
Monitor Front Office and particularly Guest Relations personnel, to ensure ICHG members, known repeat guests and other VIPs receive special attention and recognition
Approve upgrades and special amenities in absence of manager
Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees
Control the availability of rooms, rooms types, accuracy of room count and rate categories
Compile statistics for front office and provide reports relating to that area
Promote Inter- hotel sales and in house facilities
Assist in the preparation of efficient work schedule for Front Office Staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures
Liaise with Housekeeping Department to ensure room image is maintained and the “Room Ready on Arrival” policy is adhered to
Turn away guests if occupancies deem it necessary ensuring no good- will is lost
Continually check the accuracy of room count
Works with Superior and Human Resources on manpower planning and management needs
Be aware of credit policies and procedures and liaise closely with Finance Department to ensure that credit procedures are properly carried out
Inspect frequently for cleanliness and orderliness, the lobby, reception and cashier’s desk and, on a random basis, VIP rooms prior to arrival
Know system recovery procedures
Works with Superior and Director of Finance in the preparation and management of the Department’s budget.
Maximize occupancy, revenue and average rate while maintaining high service standards
Provide input for Front Office Departmental Meetings and deputizes in cases of absence
Interpret computer reports
